Al Futtaim Jobs - Service Retention Manager | Automotive Aftersales | Dubai (Dubai, AE)

Job Requisition ID: 89923 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

 

 

 

                                                                    Service Retention Manager

 

Job Role:

This role will Develop, establish, sustain Retention products and services for Al Futtaim Automotive Aftersales. Role will support all Sales channels: AFA (all brands), Tier 2 and Body & Paint with a focus on increasing conversion, customer engagement and retention.

Develop retention products from a customer mindset and not limited to:  

• Roadside Assistance
• Service Maintenance Contracts
• Extended Warranty
• Smart Guarantee
• Telematics
• Paint Protection

 

Job should also include closely in liaison with all sales channel heads and marketing and Automotive finance in terms:

• Create retention products
• Product bundling
• Go to market strategy
• Support in marketing the product
• Value proposition and user stories for customer, service and sales advisor, and the dealer principal
• Financing of the product

 

 

Key Responsibilities:

• Create an Al- Futtaim automotive aftersales strategy for retention products and services
• Collate competition data and market trends from internal and external sources to influence strategic business decisions
• Implement and deliver products and service conversion with a focus on increasing conversion, customer engagement and retention
• Responsible for meeting the objectives and targets of each campaign and measure the impact of all Retention activities in the business case
• Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers
• Create a sustainable division wide aftersales service offering; e.g.  service maintenance contracts, roadside assistance program.
• Coordinates Service offers with Sales, Aftersales, Insurance companies and Financial Services
• Align products and service pricing with the Pricing team
• Key resource for customer insight and behavioural trends, conducting regular “deep-dive” analysis to shed light on observed trends that may not be immediately understood
• Track customer issues through Inbound, outbound, and all customer touch points to ensure any customer issues that may result in inactivity are highlighted and resolved.
• Liaise with Call center department to ensure execution excellence for all retention outbound campaigns/calls to drive KPI’s

 

Qualifications, Experience & Skills:

 

Education: Business degree is mandatory

Minimum Experience and Knowledge: 

• Expert knowledge and proven track record in creating and implementing service retention products and services is mandatory
• Expert knowledge of and experience in the automotive after-sales industry is essential.
• Experience at an OE supplier or a major OES vendor is a plus

 

Job-Specific/Technical Skills required to complete the tasks:

• Commercial acumen, clear strategic thinking and ability to create buy-in and influence at a senior level
• Strong data analytical, evaluation and interpretation skills, including P&L & good business acumen
• Target oriented and drive to exceed demanding challenges
• Stakeholder management skills with the ability to communicate and interact with officials at all levels
• Strong communication and interpersonal skills able to drive best practices and productivity

 

 

KGM

 

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